Limiting the choice of the queue for customer

[yuri0001]

Hi!
I need to limit the choice of the Queue fo customer while he create the ticket based on group membership.
At first glance it's easy - assign them -rw rights in Queues where they are allowed to send their requests. In this case customer will see only this Queues in TO dropdown list
BUT!
If their tikets moved to another Queue, where them have no -rw rights, customer can not answer the questions the agent, which he sends to him (there no Reply button)!
However, in the process of working on the ticket, this situation is typical - the client can send a request only in two Queues - RAW and Territorial, and in the process it can be moved to some other special Queue where an agent can communicate with customer.

How to resolve this conflict between the appearance of Queues at the input form and the need to communnikate with an agent when you move the ticket to another queue?

[wurzel]

Hi,

I suggest don't use the permission for customer<->group for a start.

Use ACL instead for your needs.

Florian

[yuri0001]

Hi!
I've already tried ACL, but it not work properly.
I'll create ACL to choose Queue through group membership for customers in
Customer Web Interface, but empty list of Queues is displayed on input form

Code: Select all

     $Self->{TicketAcl}->{'051 ACL-Customer'} = 
    {
    Properties => {
      CustomerUser => {
       Group_rw => ['Cust_KUI'],
      },
      Frontend => {
       Action => ['CustomerTicketMessage']
      },
    },
    Possible => {
      Ticket => {
       Queue => ['OTP::TER_CUI','Raw']
      },
    },
    StopAfterMatch => 1,
    };

CustomerGroupSupport enabled. Customers have appropriate -rw rights in group
Cust_KUI. Customers that not members of this group - have entire list of Queues
Such ACL created in 3.3.0 beta3 - works fine
I've create Bug report #9807 about it.
I have already written on this forum about this ACL but your colleagues suggested me to go forth by first (without ACL's)

crythias wrote:
Group membership is all that's necessary to address available queues. No ACL required.

[wurzel]

Hi,

ah OK. I thought you are "starting with OTRS"

so all the other ideas from crythias are not wrong I would have suggested the same.

for non working ACLs you should have a look in your logfiles. Sometimes some ',' or ';' are missing.

Florian

[yuri0001]

Good evening, Florian!
I will try to see syntax in my ACL's more & more...

[yuri0001]

Yes! It works well!
It' where my mistake not in ACL syntax. After many attempts to configure it, I discover that I confused with group rights for groups linked to queues!
Many thanks for all who help me!